MX Customer Success Team Lead

Sporty's sites are some of the most popular on the internet, consistently staying in Alexa's list of top websites for the countries they operate in.

SportyBet is looking for a highly motivated and bilingual Customer Success Team Lead to oversee and support our growing Customer Success team in Mexico. In this role, you will lead from the front—coaching associates, driving performance, and ensuring the team delivers world-class support to our customers. You’ll play a critical role in optimising team operations, fostering a customer-first mindset, and representing the voice of the customer within SportyBet.

Purpose

The purpose of this role is to lead a high-performing Customer Success team, ensure operational excellence, and champion best-in-class customer experiences. You’ll manage team workflows, mentor associates, and serve as the escalation point for high-priority issues, while also working cross-functionally to improve our product and processes.

Primary Responsibilities

Lead and manage the Mexican Customer Success team, setting performance expectations and KPIs.

Monitor daily operations and ensure timely resolution of customer queries, complaints, and escalations.

Provide coaching, support, and regular feedback to team members to help them grow and excel.

Collaborate with international counterparts to ensure consistent service quality across regions.

Analyse team performance data and generate insights for continuous improvement.

Handle complex or escalated customer cases directly when necessary.

Partner with the Operations and Product teams to communicate customer feedback and propose enhancements.

Ensure the team maintains accurate, up-to-date records in support platforms (e.g., Freshdesk, Jira, Zendesk).

Oversee adherence to internal guidelines, SLAs, and compliance standards.

Promote a positive team culture rooted in SportyBet’s values and customer obsession.

Secondary Responsibilities

Organise and lead regular team meetings and 1:1s.

Support recruitment, onboarding, and training of new team members.

Collaborate with other team leads to improve workflows and customer service strategies.

Take ownership of special projects or initiatives as assigned by management.

Requirements

4-5+ years of experience in customer support, with at least 2 years in a team lead or supervisory role.

Strong background in customer success within a digital or high-volume support environment.

Bilingual in English and Spanish (written and verbal).

Experience in online gaming, fintech, or sports betting is a plus.

Proven ability to lead, coach, and develop high-performing teams.

Familiarity with support platforms such as Freshdesk, Jira, or Zendesk.

Excellent communication and interpersonal skills.

Strong analytical and problem-solving abilities.

Able to remain calm under pressure and make sound decisions quickly.

High emotional intelligence, empathy, and a customer-first mindset.

Comfortable working in a fast-paced, international environment.

Join us at SportyBet and be a key part of shaping customer experience in a rapidly growing market.

Benefits

Quarterly performance bonuses

Flexible working hours

Top-of-the-line equipment

Referral bonuses

28 days paid annual leave

Highly talented, dependable co-workers in a global, multicultural organisation

Our teams are small enough for you to be impactful

Our business is globally established and successful, offering stability and security to our Team Members

Our Mission

Our mission is to be an everyday entertainment platform for everyone

Our Operating Principles

1. Create Value for Users

2. Act in the Long-Term Interests of Sporty 

3. Focus on Product Improvements & Innovation 

4. Be Responsible 

5. Preserve Integrity & Honesty 

6. Respect Confidentiality & Privacy 

7. Ensure Stability, Security & Scalability 

8. Work Hard with Passion & Pride

Working at Sporty

The top-down mentality at Sporty is high performance based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your way.Generally employees can choose their own hours, as long as they are collaborating and doing stand-ups etc. The emphasis is really on results. 

As we are a highly structured and established company we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don’t have arbitrary shareholder or VC targets to cater to. 

We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.